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In the competitive self-storage marketplace, customer service often makes the difference between a facility that thrives or struggles. Often, how a manager interacts with customers will cause them to overlook price and opt for the place with the friendliest and most professional attitude. That's why customer-service expert Anne Ballard joined Self-Storage Talk Community Manager John Carlisle for the latest installment of the Sounds of Storage "Speaker Series,” a platform for some of the most informative and engaging presenters of the upcoming Inside Self-Storage World Expo in Las Vegas.

podcast

On the podcast, Anne, aka “The Hat Lady,” the founder and president of Universal Management Co., shares tips about how to “wow” customers and keep them coming back, with or without discounts. She discusses the common traits of strong, customer-minded managers and demonstrates how managers should treat price-minded customers who are on the fence about renting. Anne will expand on these concepts and address others during her session, "Great Customer Service in Self-Storage: How to Quit Discounting and Greatly Improve Profit," one of the many sessions at the ISS Expo, March 14-16, at the Paris Hotel & Resort in Las Vegas. Click on the gray button to the left to listen. Running time: 11:10.

SST is the largest online community in the self-storage industry and the official discussion forum of ISS. Join for free by visiting www.selfstoragetalk.com and clicking "register."